Nationwide Building Society

I have been with Nationwide for many years, And found the staff very professional always ready to help and above all friendly. Nothing is too much trouble. Keep the great work up.

Always very helpful. Staff are very friendly.

Queued for 15 minutes to get to the counter. Got a cheque out fine but was then too I had to go on a list to wait and see someone else to change my address. Why should customers be expected to queue twice. I have a small window of time in a lunch break. They spent longer telling me why They couldn’t do it rather than getting on and doing it. Awful customer service

It has a nice ambiance

09-03-2019; Went in with my grandmother and mother to close my late grandfather's accounts only to be met with rude staff and absolutely no consideration for ourselves. My nan, who is in a wheelchair, had to stare at stools because they decided a bar-table in the middle of a loud and crowded open area was the best place to handle a sensitive topic and pull out confidential documents (which ultimately they didn't do anything with as they couldn't provide any of the information we asked). We waited 75 minutes with absolutely nothing to show for it and when we asked to file a complaint due to the appalling service the manager didn't even care to hear it. She blamed us for their team not providing adequate service for a bereaved, visibly disabled widow- claiming the non-disabled friendly table we were DIRECTED to was our fault and that we should have asked for a quiet space if we wanted it. However, when we did ask about it we were told the secluded areas were for appointment only (at least one visible consultation room remained empty our entire visit). After this, she then accused us of being rude for becoming agitated with her aggressive, belligerent behaviour (i.e; hands in pockets, loud tone, ignoring what we were saying). Not once did she take into consideration that all members of the party involved had recently experienced the loss of a husband, father and grandfather; even when I informed her of that fact, she claimed 'how was I supposed to know'. We had told her at the beginning of the interaction and 2 others of her colleagues as it was the reason for our trip. Not one had even commented ‘sorry for your loss’ and even if they did it would have been lost in the loud rantings of angry customers on phones and the idle chit-chat of the greeter. When asked for details of the person above her to complain about how she treated us she claimed that the complaint stopped with her but quickly backtracked and said she’d take our details to pass on- as if that could be trusted. It’s a shame as initially the women who first tried to sort our issue, although provided inadequate service, was clearly working with the little she had and did as much as she felt she could do for us (though unfortunately, it wasn’t a lot). This complaint is further justified by the 4 other banks we visited that day: Halifax, Lloyds, The Coventry Building Society and Barclays. All of which at the very least sincerely commented ‘I’m sorry for your loss’, showed great discretion and managed to provide a secluded space to sort our business. Even without an appointment and being equally, if not more, busy.